Facilities Operations Manager
17 hours ago
We are seeking an experienced Helpdesk Manager to join our facilities management team at CBW Staffing Solutions. The ideal candidate will have a proven track record in managing a team of helpdesk operatives and ensuring the smooth operation of facilities helpdesks.
Key Responsibilities:- Lead and manage a team of helpdesk operatives to ensure efficient handling of maintenance requests across multiple sites.
- Oversight of helpdesk processes to ensure alignment with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Performance monitoring and regular review of helpdesk staff, providing feedback and guidance to maintain high standards.
- Liaise with clients to ensure their needs are met and any issues are resolved promptly.
- Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
- Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.
- Facilities Helpdesk Management: Managing a team of ten facilities helpdesk operatives.
- Ensuring the smooth and efficient running of the helpdesk.
- Ensuring helpdesk operatives are carrying out the correct processes when completing jobs and updating the system.
- Updating the CAFM system with any changes.
- Liaising with engineers: PPM management.
- Assisting with complex works, offering advice on process.
- Implementing positive changes to the helpdesk.
- Allocating jobs and managing the level of jobs coming through, ensuring all information is correct.
- Dealing with customer issues to ensure an excellent service is provided at all times.
- Overseeing quotes and budget reporting.
- Excellent customer service, ensuring our clients are always updated with any changes.
- Managing helpdesk operatives to ensure all jobs are being managed efficiently and correctly.
- Ensuring all jobs are scheduled and updated before close of business.
- Managing and supporting help desk supervisors to ensure help desk management and supervision are always available.
- Managing annual leave and sickness to ensure the helpdesk is always covered sufficiently.
- Liaising with HR to manage disciplinaries, promotions, and appraisals for helpdesk staff.
- Scheduling weekly and monthly meetings with help desk staff to discuss client progress and issues.
- Working with the managing director and operations manager to assess candidate CVs and interview potential new members of the helpdesk team.
- Working closely with the operations manager to train new and existing staff.
- Generating reports to ensure SLA targets are achieved and coordinators are managing their time effectively and efficiently.
- Conducting weekly/fortnightly meetings with senior management to discuss helpdesk issues, progress, and process.
- Attending and participating in operations meetings.
- Monthly meetings with the managing director to report on help desk targets, progress, and any issues that may arise.
About Us: CBW Staffing Solutions is a leading provider of staffing solutions for the facilities management industry. We are committed to delivering high-quality services to our clients and are seeking a skilled and experienced Helpdesk Manager to join our team.
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